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Open nowPosted yesterday

Product Support Analyst

Cast & Crew11 open roles

Where
Florida
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Your applicationOpen nowProduct Support AnalystCast & Crew · Florida

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Cast & Crew's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.9% of postings close within 7 days. Measured by our own scanner across the market. Cast & Crew postings stay open a median of 12 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 12.9%7 days
  4. 21.0%14 days
  5. 35.6%30 days
  6. 58.5%60 days
This job: posted yesterday

Cast & Crew median: 12 days open

The posting

About Us

At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production’s best ally every step of the way. #OneCastOneCrew

Core Responsibilities

  • Effectively communicate with a diverse set of customers, delivering clear instructions and expert technical support.
  • Provide specialized technical support to customers using Cast & Crew's digital solutions, resolving complex issues or questions encountered while using the products.
  • Lead and guide the modification of configurations of digital solutions per customer requests, ensuring customized solutions meet specific client needs.
  • Build and maintain strong, long-lasting relationships with customers by providing expert and timely support, ensuring customer satisfaction.
  • Supervise and manage the support queue, logging and promptly addressing incoming customer/product support calls and emails with effective solutions.
  • Oversee and address customer requests, including adding, changing, or supporting customer workflows and business rules, with meticulous attention to detail.
  • Provide strategic input to incorporate into user guides and training materials, enhancing customer support resources.
  • Lead complex issue communication verbally and in writing through various mediums, providing comprehensive and effective solutions.
  • Demonstrate leadership skills and mentor other support analysts, fostering a collaborative and high-performing team.
  • Other related duties and projects as assigned.

Key Qualifications

  • Prior experience in a technical support or similar role.
  • Knowledge of support ticketing systems, such as Salesforce, Zendesk, Jira, or similar applications.
  • Exceptional communication and writing skills, delivering clear and expert support to customers.
  • Ability to work independently, set priorities, and manage multiple complex tasks to meet customer needs.
  • Advanced skills with computers and business applications, ensuring efficient and effective technical support to customers.
  • Proven ability to manage time effectively, delivering timely and accurate support to customers and the team.
  • Familiarity with online meeting tools, such as Zoom, WebEx, or similar applications.
  • Comfortable and skilled in working with all levels of the team, demonstrating leadership and collaborative capabilities.
  • Ability to work occasional overtime as needed.
  • Occasional weekend availability as part of a support rotation.
  • Experience supporting accounting, payroll, or production products within the entertainment industry is preferred.

Special Work Conditions

  • Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.

We take care of our people. When you join Cast & Crew, you're backed by a benefits package built around what matters most. From comprehensive medical, dental, and vision coverage, to a 401(k) match, generous PTO, paid parental leave, health and wellness programs, tuition reimbursement, and employee discounts. We’re committed to helping you thrive, professionally, and personally.

Benefits are subject to eligibility requirements.

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

CA residents Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

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